Human Sigma is a new branch of Six Sigma that focuses on improving the quality of employee-customer encounters. It measures employee and customer engagement to calculate a company's Human Sigma score, which is related to its financial performance. The encounter must be measured locally as customer experiences can vary. Emotions play a large role in how customers experience an encounter. The story describes how one customer service agent was able to solve a customer's IT issue by applying both Six Sigma problem-solving steps and considering the human/emotional aspects of the situation.
